Classic reports: Customer Health

This report provides you insights into the health of your customers' devices, with summary metrics regarding monitored agents, key alerts, and more.
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This article describes:

• What is in the Customer Health report
• Generating a Customer Health report
  • Exporting the report
• Scheduling the Customer Health report
  • Editing the report schedule

Understanding the Customer Health report

Summary

This section of the report displays the total number of devices per customer. It includes desktops, Macs, servers, Domain Controllers, printers, and other devices (SNMP, TCP, HTTP, or generic devices).

Agent and other device health

See the proportion of agents and other devices with Healthy, Warning, or Critical health reports. Learn more

Alert Categories

This section of the report displays a customer's alerts by type (Warning or Critical), as well as by category (Availability - whether the agent is offline or not - or General alerts).

Top Historical Alerts

This section of the report displays a list of the most common historical alerts affecting your devices, including the agent name, alert title, alert severity, how often the alert was repeated, and the alert category.

Generate the Customer Health report

To run the Customer Health report:

1. From Reports > Classic reports (on the sidebar), click Customer Health.

The Customer Health Report page appears.

2. Select the report parameters:

• Time period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range.
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Customer Name: Select the customer.

Note: Check Exclude retired devices if you'd like to exclude devices that are no longer in use. To define a 'retired' device, go to Admin > Settings > Devices. Learn more

3. Click Generate. The Agent Health report displays (see Understanding the Customer Health report).

To export the report:

Click the Export dropdown in the upper-right corner, and select PDF. 

Schedule the Customer Health report

To schedule the Customer Health report:

1. From Reports > Classic reports (on the sidebar), click Customer Health.

The Report page appears.

2. Click the Schedule Report tab.

3. Select the report parameters:

• Time period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range.
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Customer Name: Select the customer.

Note: Check Exclude retired devices if you'd like to exclude devices that are no longer in use. To define a 'retired' device, go to Admin > Settings > Devices. Learn more

4. Click Schedule.

The Add Report Schedule window appears.

5. Complete the schedule parameters:

• Description: Give the scheduled report a clear, concise description.
• Recipients: Select Contacts or Technicians.
• Select which contacts or technicians will receive the report.
• You can schedule weekly and/or monthly reports.
  • For Weekly, select the day, hour, and frequency.
  • For Monthly, select the date and hour.
• Click Apply.

The scheduled report appears on the Scheduled Reports page.

To edit the report schedule:

From the Schedule report tab, click Edit and select:

• Configuration: Edit the Description, Recipients, Contacts/Technicians, and schedule.
• Filters: Edit the Time period, Customer, and include/exclude retired devices.
  Note: When editing the Filters, changing the customer will remove any prior contacts set to receive the report. Further, if a recipient technician doesn't have the required customer permissions for the newly selected customer, they too will be removed from the list of recipients.